000036878 - Users cannot be seen in Access Management BackOffice in RSA Adaptive Authentication (Cloud)

Document created by RSA Customer Support Employee on Dec 13, 2018
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Article Number000036878
Applies ToRSA Product Set: Adaptive Authentication (Cloud)
RSA Product/Service Type: Adaptive Authentication (Cloud)
 
IssueCustomer may open a case stating that they know another colleague in their org had created a user but it cannot be seen. 

A customer case might be similar to this statement: "I am not able to see all the users created in RSA Access Management even though I have admin access."
TasksGather information on the Roles and Org of the BO (Back Office) user who cannot see the created user, and get the role of the person who created this user. 
ResolutionCompare the roles and which orgs that they have access to. If a BO Admin is not at the default level, then that person will not see any other users from Orgs that are at the same level as their assigned Org or Group. 

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